Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Nexus Global Solutions. We're revolutionizing client interactions through cutting-edge technology and human-centric approaches. This hybrid role combines remote flexibility with in-office collaboration at our state-of-the-art Makati facility. Enjoy comprehensive training, performance-based bonuses, and career advancement pathways. We offer competitive benefits including health insurance, paid certifications, and quarterly team-building events.
Responsibilities
- Handle complex customer inquiries via omnichannel platforms (voice, chat, email)
- Mentor junior agents on service excellence and technical troubleshooting
- Implement process improvements using CRM analytics and customer feedback
- Resolve escalated issues with empathy and solution-oriented mindset
- Collaborate with product teams to enhance service delivery systems
- Maintain 95%+ customer satisfaction score and 25+ AHT target
- Participate in continuous improvement initiatives
Qualifications
- 3+ years in BPO/call center environment with leadership exposure
- Fluent English with neutral accent and advanced communication skills
- Proficiency in Zendesk, Salesforce, or similar CRM platforms
- Strong problem-solving abilities with conflict resolution expertise
- Willingness to work in rotating shifts (including night shifts)
- College degree or equivalent vocational certification
- Certification in customer service management preferred
- Experience with quality assurance methodologies